FREQUENTLY ASKED QUESTIONS FAQ's

HOW CAN I PLACE AN ORDER?

Ordering with us couldn’t be simpler. At the click of a button, you can get access to over 11,000 pet care essentials and seasonal goodies for your beloved pet. Simply order using one of the methods below!

Online | www.purelypetsupplies.com

Email | enquiries@purelypetsupplies.com

Telephone | 0115 945 2751

WHAT IS YOUR ESTIMATED DELIVERY TIME?

All orders are sent on either a Royal Mail 48 delivery service, or a DHL Tracked Next Working Day delivery.  Please refer to our Delivery Information to find out more.

Please note, ALL orders also incur a despatch time, which is the time it takes for our team to receive, allocate, pick, pack and process your order. All orders incur a 1-3 working day despatch time, depending on the products ordered. This is because we run a Psuedo stock system to ensure we can have a wide and varied selection of pet care essentials for every pet owner worldwide, so not all items are stocked in our despatching warehouse. 

WHAT ARE YOUR DELIVERY CHARGES?

We calculate delivery based on the total weight of your order. That means postage charges can vary from one order to the next. However, postage starts from only £2.50 for small parcels up to 2kg in weight.

To find out more about our delivery charges, despatch and delivery times click here.

WHY DON'T YOU OFFER FREE DELIVERY?

As we offer the best prices possible on every product in our shop we do not offer free delivery as standard. Many online retailers will increase their product prices accounting for postage within the sale price of their products, enabling them to offer ‘free delivery’.  However, to ensure you get the best possible price and value for money when you buy ANY item from our shop we calculate postage separately which allows us to keep our product prices low and not hide the additional shipping fees that all retailers have to pay when posting out parcels.  

WHAT SHOULD I DO IF I HAVE A GENERAL QUESTION REGARDING AN ITEM, OR ORDER?

Our team are on hand 5 days a week to make sure everything runs smoothly with your order. If you have a question about your order, item(s) you have purchased, returns, delivery, or anything else, please don’t hesitate to Contact Us. You can also get in touch with us on Social Media! We aim to respond to all enquiries within 2 working days.

Facebook | Instagram

I ORDERED WITH ROYAL MAIL 48 DELIVERY. IT'S BEEN MORE THAN TWO DAYS AND MY PARCEL HASN'T ARRIVED YET?

Unfortunately, delivery time and dispatch time are two different things. We aim to dispatch all orders from our warehouse within 1 – 3 working days. Delivery time (e.g DHL next work day delivery/Royal Mail 48) is then added on top of this. Please be aware that we cannot be held responsible for any delays that are caused by our chosen delivery companies.

If you have any queries regarding your order, or item(s) ordered, please don’t hesitate to Contact Us. For more information on Delivery and Despatch Times, please view our Delivery Information

TRACKING SHOWS MY ORDER HAS BEEN DELIVERED, BUT I'VE NOT RECEIVED IT. WHAT NOW?

All customer parcels have their own unique shipment numbers applied to them, from the chosen courier/parcel delivery company in question.  This will be provided to you by email when your order has been despatched.  This shipment number allows you, and us, to keep an eye on the progress of your parcel, and resolve any issues if required.

If you have found that your tracking states Delivered, but you believe you have not received it, please first check with your neighbouring properties and any “Safeplace” location that the delivery company may have left your parcel, to ensure a successful delivery. If by this point the parcel still has NOT been located, and you are unable to find a “Calling Card” or “Something For You” card from the delivery company, do get in touch. Simply contact our team, stating your Order Number on the email.

Royal Mail 48

If we believe your order should have been delivered by the time you make contact with us, we will begin a parcel search with Royal Mail. This service aims to locate and deliver any potentially delayed or missing parcels registered to your address, within 2 working days. For example, if we start a parcel search on Wednesday, this will be completed by Friday – hopefully, with successful re-delivery!

DHL Parcel

If we believe your order should have been delivered by the time you make contact with us, we will contact DHL Parcel on your behalf to locate the whereabouts of your order.  They will begin a parcel search in an endeavour to locate this and arrange successful delivery. If a legitimate signature has been received, unfortunately there is nothing further we can do.

Important: In both circumstances, if the parcel company are unable to locate your parcel you will be issued with a “Missing Parcel Disclaimer” or a form similar to this from Purely Pet Supplies Ltd. You may also be required to sign a disclaimer form for the courier company in question that handled your parcel, legally confirming non-receipt of your parcel. Once this has been received back it will be passed onto the courier company in question to begin further investigation. Should it be found that the tracking is indeed incorrect, as confirmed by the courier/delivery company in question, a refund, or replacement if possible, will be provided to you by our team. Please note, all of the above also applies if your tracking information hasn’t been updated within the expected delivery time frame.

If you have any queries regarding delivery, your order, or item(s) ordered, or you haven’t received your tracking information, please Contact Us.

WHAT IS YOUR RETURN POLICY

With ALL orders, excluding Special Order items (non-returnable/non-refundable), we operate a strict 14-day return policy. Please view our Returns and Refunds information to find out if your item is eligible for return, and how to return your item.

HOW LONG DOES IT TAKE TO GET A REFUND?

Returns are processed on a daily basis within our office, Monday to Friday 9am till 4.30pm.  We aim to process all returns within 48 hours of receiving them back ensuring all the relevant information is within the parcel, resulting in a refund or exchange depending on your request. Please note, refunds are subject to standard bank clearing times and dependent on the method of payment you have used and to which we have refunded, refunds may take up to 7 working days.

To find out more about how to return your item, click here.

Latest from Instagram

𝐎𝐮𝐫 𝐁𝐋𝐀𝐂𝐊 𝐅𝐑𝐈𝐃𝐀𝐘 𝐒𝐔𝐏𝐄𝐑 𝐒𝐀𝐋𝐄 𝐈𝐒 𝐍𝐎𝗪 𝐎𝐍! Get your hands on 𝐁𝐥𝐚𝐜𝐤 𝐅𝐫𝐢𝐝𝐚𝐲 𝐁𝐚𝐫𝐠𝐚𝐢𝐧𝐬 for the next four days, with our 𝐒𝐢𝐭𝐞𝐰𝐢𝐝𝐞* 𝐒𝐮𝐩𝐞𝐫 𝐒𝐚𝐥𝐞 𝐏𝐋𝐔𝐒 𝐒𝐩𝐞𝐜𝐢𝐚𝐥 𝐁𝐥𝐚𝐜𝐤 𝐅𝐫𝐢𝐝𝐚𝐲 𝐁𝐨𝐧𝐚𝐧𝐳𝐚 𝐃𝐞𝐚𝐥𝐬, all available at the click of a button, and 𝐢𝐧𝐜𝐥𝐮𝐝𝐢𝐧𝐠 𝐨𝐯𝐞𝐫 𝟏𝟏,𝟎𝟎𝟎 𝐩𝐞𝐭 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐟𝐚𝐯𝐨𝐮𝐫𝐢𝐭𝐞𝐬!⁣. 𝐒𝐡𝐨𝐩 𝐍𝐨𝐰 -> www.purelypetsupplies.com⁣. 𝐇𝐞𝐚𝐝 𝐒𝐭𝐫𝐚𝐢𝐠𝐡𝐭 𝐓𝐨 𝐎𝐮𝐫 𝐁𝐥𝐚𝐜𝐤 𝐅𝐫𝐢𝐝𝐚𝐲 𝐒𝐮𝐩𝐞𝐫 𝐒𝐚𝐥𝐞 𝐏𝐚𝐠𝐞 𝐭𝐨 𝐯𝐢𝐞𝐰 𝐀𝐋𝐋 𝐨𝐟𝐟𝐞𝐫𝐬 -> Link in Bio!⁣. Slideshow Featured Deals (more available online):⁣.
- 𝟏𝟎% 𝐒𝐢𝐭𝐞𝐰𝐢𝐝𝐞* 𝐒𝐚𝐥𝐞 | Code BLACKFRIDAY19⁣.
- 𝐔𝐩 𝐭𝐨 𝟓𝟎% 𝐎𝐟𝐟 𝐒𝐞𝐥𝐞𝐜𝐭𝐞𝐝 𝐈𝐭𝐞𝐦𝐬 | No Code Required⁣.
- 𝐁𝐮𝐲 𝟑 𝐒𝐨𝐨𝐩𝐚 𝐓𝐫𝐞𝐚𝐭𝐬, 𝐆𝐞𝐭 𝐒𝐨𝐨𝐩𝐚 𝐃𝐞𝐧𝐭𝐚𝐥 𝐒𝐭𝐢𝐜𝐤𝐬 𝟒𝐩𝐤 𝐅𝐑𝐄𝐄 | No Code Required, Choice of Free Item⁣.
- 𝐁𝐮𝐲 𝐀𝐍𝐘 𝐎𝐫𝐛𝐢𝐥𝐨𝐜 𝐋𝐄𝐃 𝐋𝐢𝐠𝐡𝐭, 𝐆𝐞𝐭 𝐎𝐫𝐛𝐢𝐥𝐨𝐜 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐊𝐢𝐭 𝐅𝐑𝐄𝐄 | No Code Require⁣d.
- 𝐁𝐮𝐲 𝟑 𝐊𝐎𝐍𝐆 𝐑𝐞𝐟𝐢𝐥𝐥𝐚𝐛𝐥𝐞𝐬, 𝐆𝐞𝐭 𝐑𝐞𝐟𝐢𝐥𝐥𝐚𝐛𝐥𝐞𝐬 𝐂𝐚𝐭𝐧𝐢𝐩 𝐓𝐮𝐛𝐞𝐬 𝟑𝐩𝐤 𝐅𝐑𝐄𝐄 | No Code Required⁣.
- 𝐒𝐚𝐯𝐞 𝟐𝟎% 𝐨𝐧 𝐀𝐋𝐋 𝐀𝐧𝐜𝐨𝐥 𝐁𝐨𝐫𝐞𝐝𝐨𝐦 𝐁𝐫𝐞𝐚𝐤𝐞𝐫𝐬 𝐟𝐨𝐫 𝐒𝐦𝐚𝐥𝐥 𝐏𝐞𝐭𝐬 | No Code Required⁣.
- 𝐁𝐮𝐲 𝟏 𝐀𝐫𝐝𝐞𝐧 𝐆𝐫𝐚𝐧𝐠𝐞 𝐋𝐢𝐯𝐞𝐫 𝐓𝐫𝐞𝐚𝐭 𝐏𝐚𝐬𝐭𝐞, 𝐔𝐧𝐥𝐨𝐜𝐤 𝟐𝟎% 𝐎𝐟𝐟 𝐋𝐢𝐜𝐤𝐢𝐌𝐚𝐭 | No Code Required⁣.
- 𝐁𝐮𝐲 𝟓 𝐀𝐧𝐜𝐨 𝐓𝐫𝐞𝐚𝐭𝐬/𝐂𝐡𝐞𝐰𝐬, 𝐆𝐞𝐭 𝐀𝐧𝐜𝐨 𝐓𝐫𝐚𝐢𝐧𝐞𝐫𝐬 𝟖𝟎𝐠 𝐅𝐑𝐄𝐄 | No Code Required⁣.
- 𝐒𝐩𝐞𝐧𝐝 𝐨𝐯𝐞𝐫 £𝟏𝟎𝟎, 𝐆𝐞𝐭 𝐅𝐑𝐄𝐄 𝗪𝐨𝐨𝐟 & 𝐁𝐫𝐞𝐰 𝐁𝐞𝐯𝐞𝐫𝐚𝐠𝐞 | Code Required, Choice of Three Free Products⁣. 𝐀𝐧𝐝 𝐬𝐨 𝐦𝐮𝐜𝐡 𝐦𝐨𝐫𝐞, 𝐚𝐯𝐚𝐢𝐥𝐚𝐛𝐥𝐞 𝐫𝐢𝐠𝐡𝐭 𝐡𝐞𝐫𝐞! -> https://bit.ly/2rD2RGw (direct link in bio)⁣.
𝐇𝐚𝐩𝐩𝐲 𝐒𝐡𝐨𝐩𝐩𝐢𝐧𝐠!⁣.
*Sitewide Sale excludes selected products, including all items on our Black Friday Bonanza Special Deals, Pet Food for Dogs, Cats, Small Pets, Caged Birds and Poultry, Special Order Items, Clearance Items, Direct Dispatch Items and Special Offers. For further information, visit our Black Friday Super Sale Page (link in bio). Ends Monday 2 December.
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Us: "By order of the Peaky Blinders..."
Bella: "Seriously? I am less than impressed mother 😒."
We had a little office entertainment with a new product yesterday 🤭😼 I don't think Bella was too pleased about us giggling at her though... those eyes speak a thousand words 🙈🤣.
These adorable little Sotnos Urban Flat Cap's are perfect for small dogs, (definately not ones the size of our big lump of love 🐶) available in one size at only £5.22!
🔍 "Sotnos Urban" to view the range and find out more! 🐾💖
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Not just a pretty face, are you Mia! 🐾💖
Our gorgeous girl Mia (aka Mia-Moo) learnt a new trick last night, controlling temptation to be rewarded with her tasty Feelwells Meat Crunchies! 👀 Clever little lady 👏🏼 if only we had the same control in the office when it comes to snacks *types whilst eating office biscuits* 🤭🐷🤣.
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FEATURED: @feelwells_healthy_dog_treats Meat Crunchies 😋😍
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We could give up Sunday shopping, but we're not quitters! It's an Add to Basket kinda day 🛒🛍️.
Get your hands on your very own pawfect selection of everyday essentials 🐾 and festive favourites 🎅!
All in one place... All delivered direct to your door 📦🚚 Just like the gorgeous Ralph and Mummy did here 😋😍 Go Mummy! 👏🏼🥳💖.
Shop www.purelypetsupplies.com to access over 11,000 pet care essentials, all available at the click of a button 🥳.
📸: @ralphthecocker_.
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Dont forget to tag us in your posts to be featured! - > @purelypetsupplies 📸
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Oh, hey there weekend 🐹💖.
From us and our beautiful Romeo, have a great one gang! Let us know what you're up to in the comments below! 👇🏼
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Together, we can change young lives. Bella's "Pudsey Ready", are you? #bbccin 🐶.
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📸 @bellaboo.thelabrador.
#childreninneed #pudsey #pudseydog #pudseybear #pudseyears #childreninneedday #childreninneed2019 #pudseyready #bbcchildreninneed
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Happy Howl-oween 🎃👻 get 10% off ALL PRODUCTS* this Halloween and Weekend with our fangtastic sitewide sale! 🥳 Ends Sunday 3rd November 11:59pm 🕸️ #letsgetspooky.
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Valid on all UK and international orders. Excludes Clearance items, Special Offer items and Trade Orders. Ends Sunday 3 November 11:59pm GMT. One use per customer.
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Charging towards the weekend like... Friday, we see you! 👀.
It may be a little wet and dreary in the UK today unlike this pic but you can still be sure Ellie and her ball are having tons of fetching fun!

Happy Thursday everyone! One more day until wild weekend adventures begin 😛. 📸 @ellie_thejackrussell
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Happy #NationalNutDay from us and the gorgeous @stamfordthecavapoo! What better way to celebrate than to get those nashers around a yummy Soopa dental stick 😍 Banana & Peanut Butter flavour, of course 😋🍌🥜.
🎥 @stamfordthecavapoo.
🍌 @soopapets.
🛒 @purelypetsupplies.
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